Error FYI-2123: Unable to log in - email address does not appear to belong to an existing FYI User.

If you use a different email address in your practice management software and Microsoft 365, FYI allows an Email Alias (the Microsoft 365 email address) to be used as an alternative to the practice management software email address.

Solution

1. Select Different Practice and Office Logins.
2. Select link in the prompt "This can be done using FYI's secure Magic Link".

Refer to Setting up an Email Alias to log in to FYI using Magic Link.

If this isn't your work Microsoft account, you or someone else using the computer may still be logged in to Microsoft 365 with a personal account.

Solution

Select Not my work Microsoft account. Then select Learn More to display help. Refer to FYI logs in as a different user.

If FYI isn't using the correct email address to log in, it may be using an old Microsoft 365 account that is signed out, inactive, or no longer set up on your computer.

Your old email account may still be linked in Windows Settings.

Solution

1. Open Settings on your computer.
2. Select Accounts.
3. Select Access work or school.
4. Check which account is connected.
5. If an account is still connected that shouldn't be, select it, then select Disconnect.

You use the same email address for both your Microsoft 365 account and your practice management software account, but the accounts aren't linking in FYI.

This can occur when there is a delay in the sync from your practice management software to FYI. FYI uses the practice management user list as the source for users in FYI. A delay in the sync can delay creation of the user in FYI.

Solution

Allow the synchronisation to complete, then try again. If you still can't log in, contact the FYI Support Team so they can check the synchronisation between your practice management software and FYI.

You may have entered a valid Microsoft 365 account that isn't the one you intended to use.

Solution

1. Select Close.
2. Close all browsers and log in to FYI again using the correct email address. Ensure you're prompted to sign in to Microsoft 365.

If your practice is integrated with MYOB AE, the employee email address is synchronised from the employee's personal email address. If the employee's personal email address is blank, it can affect their FYI account and prevent them from logging in.

Solution

Ensure each employee has an email address recorded in MYOB AE on the employee record's Personal tab. The address should match the user's email address in FYI.

Refer to the MYOB article Editing employee details.

An FYI Admin may have changed or removed the user's Alias in FYI.

Solution

Ask an FYI Admin to complete the following steps to confirm whether the Alias in your user profile has been changed or removed:

1. Log in as an FYI Admin.
2. Navigate to Practice Settings - General - Users.
3. Select the relevant user to display the User Profile.
4. Confirm the email address matches the one the user is using to log in.
5. Expand Activity in the drawer.
6. Check whether the user's Alias has been changed or removed.
7. If the Alias has been changed or removed, the user must add it back to their account. Refer to Setting up an Email Alias to log in to FYI using Magic Link.

If you previously signed up for a trial with that email address but didn't use the account, your user account may have been removed. Your web browser may have cached the old sign-up page, causing the issue when you try to log in again.

Solution

Contact the FYI Support Team so they can manually add you as an FYI Admin.

After this is set up, complete the following steps:

1. Log in to FYI.
2. Refresh the webpage. Refer to Reload/Refresh - Windows or Reload/Refresh - Mac in Additions and changes made to FYI settings, practice settings, views, templates are missing or not showing.
3. For practices integrated with Xero Practice Manager, connect to Xero Practice Manager. Refer to Resetting your connection between FYI and Xero Practice Manager.

Our engineering team will also connect the manually added user to your practice management software user. Until this connection is made, you won't see the manually added user assigned to any Jobs or Clients.